Recipe — Internal order admin in a tool dock

A practical setup: your team has an internal order admin tool (a web page where staff look up orders, issue refunds, update statuses). Instead of agents alt-tabbing to a separate window, you embed it as a tool dock with the right shortcut, the right size, and the right hooks back into Atender.

What you’ll get

When a customer asks about an order:

1. The agent presses X + O from the conversation.
2. The order admin page slides in at full width.
3. The page reads the customer’s email from the conversation context and pre-loads their orders.
4. The agent issues a refund inside the panel.
5. On success, the page calls back to Atender to add a refunded tag and mark the conversation Done.
6. The agent never left the conversation.

Configuration

The integration

Open Settings → Toolbox → Custom integrations → New and fill in:

• Name — Order Admin
• Shortcut key — O
• iFrame URL — https://order-admin.your-company.example.com/?embedded=1
• OAuth credentials — If your admin page uses OAuth, paste the client ID and secret. Otherwise leave blank — the agent will sign in once inside the iframe and the session persists.
• Default size — Full (50% viewport) — admin pages need room.
• Allow resizing — On
• Enabled — On

Backend changes you need on your admin page

The dock does the right thing only if the embedded page knows how to read context and trigger actions. On the admin page side:

1. Listen for the conversation context message. When the dock loads, Atender posts the conversation context to the iframe. Read the customer’s email and use it to pre-load orders.
2. Trigger actions on success. When a refund completes, post a message back to Atender requesting:
   Add tag: refunded
Resolve (mark the conversation as Done)

See Tool dock actions reference for the exact action set. If you need the message format for your environment, your Atender deployment lead can supply the integration spec.

Tag the conversation

Make sure the refunded tag exists in Settings → Tags before the integration tries to apply it — Atender doesn’t auto-create tags from action calls.

Test it

1. Open a real conversation with a customer who has an order.
2. Press X + O. The dock slides in at full width with the order admin page.
3. Confirm the page pre-loads the right customer’s orders (no need to type the email).
4. Walk through a refund (in your admin’s test mode if you have one). After it completes, check:
   The conversation has the refunded tag
   The conversation is marked Done

Variations

• Without two-way actions — if you can’t modify the admin page to trigger Atender actions, just embed it as a read-only dock. Agents do the actions in Atender themselves.
• Read-only role for low-trust agents — gate the admin page’s actions behind your own auth so junior agents can look up orders but not refund.
• Multiple admin pages — set up separate integrations per area (Orders = O, Subscriptions = U, Returns = R). Each gets its own keyboard shortcut and its own size.

See also

• Add an iFrame integration
• Tool dock actions reference
• What is the Toolbox?
• Tags